Customer Service at MEXC

Job Description

Key Responsibilities

• Provide professional customer support through online tools, including chat, email, and social media platforms;
• Actively listen to customer concerns and resolve them promptly with empathy and efficiency;
• Document and escalate complex issues to relevant departments for further investigation;
• Monitor customer satisfaction metrics and implement strategies to improve service outcomes;
• Collaborate with product and technical teams to identify root causes of user problems and suggest improvements;
• Ensure consistent communication with customers in Vietnamese and English, with Mandarin proficiency being an advantage;
• Adhere to company protocols and maintain a high standard of professionalism in all interactions.

Job Requirements

• Native or fluent proficiency in Vietnamese, with strong English communication skills;
• Excellent interpersonal skills and a customer-centric mindset to handle diverse inquiries;
• Ability to work independently and as part of a team in fast-paced environments;
• Strong organizational skills to manage multiple tasks simultaneously;
• Basic understanding of business operations and financial concepts, with experience preferred;
• Flexibility to work rotating shifts, including full-night shifts (9:00-18:00, 15:00-00:00, 00:00-9:00);
• Proficiency in using customer service software and tools for ticket management;
• Ability to maintain composure and professionalism under pressure;
• Commitment to continuous learning and improvement in service delivery techniques;
• Excellent problem-solving skills to address customer concerns creatively and effectively.

Work Environment

This role operates in a dynamic, customer-focused environment with a strong emphasis on teamwork and collaboration. The candidate will work closely with internal departments to ensure seamless customer experiences and will be expected to maintain a high level of accuracy and attention to detail in all tasks. The position requires regular availability for shifts, including night shifts, to support 24/7 customer service operations. A proactive attitude and willingness to adapt to changing priorities are essential for success in this role.